[Frequently asked questions after ordering]

▼ About order

■ I ordered, but I want to cancel. 

We are afraid that we cannot accept cancellations after ordering in principle.
Once the product is stocked, we will make arrangements for shipping, so
We look forward to waiting for a while.

■ I want to cancel for product delay.

We are afraid that we cannot accept cancellations after ordering in principle.
Once the product is stocked, we will make arrangements for shipping.
We look forward to waiting for a while.

■ How long can I cancel my order?

If you can contact us within 5 days from the order deadline only (including weekends and holidays),
We will accept the cancellation.
Please contact customer support after specifying your name, reception number, and order product name.
The cancellation process will end when the cancellation confirmation email arrives to the customer.
We cannot accept any cancellations after the above deadline.

■ I want you to ship the ordered items separately.

We are afraid that we are not able to do so.
When purchasing products with different shipment time, we recommend that you order separately.

■ Please wrap it as it is a gift.

We are afraid that we do not accept wrapping services.
I apologize for not being able to meet your request.

■ Do I pay shipping?

[Domestic shipping]
The shipping cost is uniform, and 840 yen is required for each order.
For details, please check the delivery policy.
https://mct.tokyo/policies/shipping-policy

[Overseas shipping]
We will ship by DHL outside Japan.
The shipping cost varies depending on the area of ​​the destination and the weight of the product.
Also, payment on the site does not include tariffs.
Customs duties may be added depending on where you live.
Please bear the tariff with the recipient.
For details, please check the delivery policy.

■ I want to receive delivery at a traveling accommodation (hotel, etc.).

In principle, we cannot ship to hotels.

▼ About payment

■ Please issue a receipt.

With your name and order number
Please let us know the "address" and "proviso" described in the receipt to the customer support.

■ Order was canceled, but not refunded.

It may take some time to reflect your refund.
Because it depends on the timing of the payment date of the credit company you are using.
I'm sorry for your inconvenience, but please confirm the detailed refund date with your credit card company.

▼ About shipping

■ The delivery address has changed because I moved.

Please specify your name, order number, e-mail address at the time of order, and contact customer support for the new address.
* If the preparation for shipping progresses, the change may not be accepted, please contact us as soon as possible.

■ When will the ordered product arrive?

It depends on each product. Please check each product page for details.

■ The ordered product does not arrive.

Please contact the customer support after specifying your name, order number, e-mail address at the time of order.
If you have ordered more than one, we will ship it according to the product with the slowest delivery time.

■ I was absent and could not receive the product.

[Domestic shipping]
Please check the following with the inquiry slip number guided by the shipping completion notification email.
We would appreciate your own response such as redelivery.
[Luggage inquiry service]
https://k2k.sagawa-exp.co.jp/p/sagawa/web/okurijoinput.jsp

If the storage period of Sagawa Express has passed and it is returned to the shipment warehouse, we will reserve the procedure.
Please contact the customer support after specifying your name, order number, e-mail address at the time of order.
* We have received the date from return confirmation to recurring.
* Please note that the postage at the time of re -shipment will be the cash on delivery of the actual cost.

[Overseas shipping]
Please check the following in the inquiry number guided by the shipping completion notification email.
We would appreciate your own response such as redelivery.
[Luggage inquiry service]
https://www.dhl.com/jp-ja/home/tracking.html
If the DHL storage period has passed and it is returned to the shipment warehouse, we will reserve the procedure.
Please contact the customer support after specifying your name, order number, e-mail address at the time of order.
* We have received the date from return confirmation to recurring.
* Please note that the postage at the time of re -shipment will be the cash on delivery of the actual cost.

■ I was informed that the product has returned to the shipping warehouse.

If the shipping luggage cannot be delivered and the storage period at the delivery company has passed,please contact customer support
after specifying your name, order number, e-mail address at the time of order.
After the luggage is returned to our warehouse from the delivery company, we will proceed with the procedure for reserving.
* We have received the date from return confirmation to recurring.
* Please note that the postage at the time of re -shipment will be the cash on delivery of the actual cost.

▼ Returned and exchanged

■ About replacement and return of defective products

Replacement and return of products are limited to the following cases.
* In the case of defective products
* If it is different from the ordered product (limited to unopened)

For details, please check the delivery policy.
https://mct.tokyo/policies/shipping-policy
https://www.medicomtoy.co.jp/user_support/

■ A different product from the ordered product has arrived.

We are afraid that  please specify your name, order number, e-mail address at the time of order, attach the product image, and contact the customer support.

▼ Others

■ Order confirmationm email not receive.
If you have not received your order confirmation email,please check your domain settings and your spam or junk mail folder.
If you still do not find the email after checking these areas,
not please contact our customer support with your name,email,address,name of she ordered product.   

■ I registered with the email address of the mobile phone, but the confirmation email will be interrupted. 

In the case of an order from a mobile phone, all contents may not be possible due to the limit of the number of characters.
In that case, please specify your name, reception number, and order name and contact customer support.

■ Even though I only ordered one, I received multiple confirmation emails.

If you receive multiple order confirmation emails despite your only order
There is a possibility that your order is duplicated.
If you have any unnecessary orders, please contact customer support once.

■ What should I do if I want to add or change the number of orders after ordering?

We apologize for your inconvenience, but we refuse to change the order content after ordering.

■ About the withdrawal of members

Please contact customer support after specifying your name, order number, e-mail address at the time of order

■ Where is the actual store?

Please check the following for business stores.
https://www.medicomtoy.co.jp/official_shop/

■ About inquiries about sales and wholesale

Please contact user support.
http://www.medicomtoy.co.jp/user_support/

[Frequently asked questions before ordering]

▼ About order

■ How long can I cancel your order?

If you can contact us within 5 days from the order deadline (including weekends and holiday) only for made-to-order products, we will accept the cancellation.
Please contact customer support after specifying your name, reception number, and order product name.
The cancellation process will end when the cancellation confirmation email arrives to the customer.
We cannot accept any cancellations after the above deadline.

■ About lottery winning items (flow after winning)

We will contact you individually to customers who have won the lottery.
Please be sure to make a payment procedure within the period.

■ Can I reserve the product?

I'm sorry, but in principle, we are not able to hold items for you.
If you wish to change the delivery date due to moving, etc., please contact customer support with  your name, order number, e-mail address at the time of order.

▼ About the product

■ About new products and restock information

For information regarding the release of products and events,
we are informed of the latest information on our official blog.
Please refer to the URL below.
http://www.medicomtoy.tv/blog/

■ 404 Not Found Error screen is displayed.

When the product production is discontinued and the sales period of the lottery product is over,
404 ERROR screen is displayed.
In the case of purchases from overseas, products that cannot be purchased overseas or lottery products are not displayed.
You can check the latest product release information and event information on the official blog.
https://www.medicomtoy.tv/blog/

 [Frequently Asked Questions from overseas]

■ I ordered from overseas. Is tariffs included in the product price?

Not included.
Customs duties should pay taxes and customs fees in accordance with the laws and and provisions of the country where you are delivered.
Taxes are calculated and claimed based on the product price and shipping fee listed on Invoice. The calculation method varies from country to country.
For more information, please contact the nearest customs of the destination.
https://mct.tokyo/policies/shipping-policy

■ I ordered from overseas. What is a non -shipable country?

Regarding overseas shipping of products, there are products that cannot be shipped to some countries due to sales licenses.
If you have a product you want to purchase, please contact us and we will confirm and answer.
In that case, specify your name, please contact customer support with desired product, and delivery destination.